ComplaintsforApria

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Initial Complaint
09/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
If I could rate zero stars, I would. This company is terrible. They always mess up billing and end up trying to collect more than you owe. I have several Explanations of Benefits that show zero balance and they keep trying to say I owe more. I called and was told I owe $200 plus, told on another call that I owe $40, and on another one that I owe $400+. They are making up numbers and have no idea what they are doing. In the meantime, they are holding up supplies that I desperately need. Also, when I originally started with CPAP therapy, I was told that I needed to rent the device for 13 months for the insurance company to check compliance and then Id own the device. Then I switched insurance companies after 10 months because of work and they told me the 13 months starts over. This just sounds like they are defrauding the insurance companies. The monthly rent payment for 13 months should be the same no matter which insurance company pays for it. Once its done, its done. Essentially, if I switch insurance companies every year, the rent will NEVER end. Terrible. I want a refund of monies that are said to be owed after my insurance paid all due.
Business response
09/16/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that Apria received 8 payments from the original insurance when the rental equipment was received. To meet the purchase price, we applied 5 payments from the other insurances to meet the purchase price as the original insurance had a 13-month rental contract. We recalled the balance in collections in the amount of $415.97, that balance did include claims for supplies received as well that were applied to your insurance deductible, due to this no refund is due. Please allow the collection agency 30 days to remove from collections and to notify the ************* to update your credit report if reported, please disregard any calls or statements you may receive during this time. We have converted the rental equipment to purchase and it belongs to you and the account has a zero balance.

At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC
Customer response
09/23/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Your previous response states that I now own the equipment and have a $0 balance on my account. However, when I contacted your billing department, they rudely told me that I still owed $70.30 for charges incurred. I havent received any services or supplies since your response dated 9/16/2024. If I supposedly have a $0 balance, then why are they asking me to pay $70.30 for the balance on my account? In addition, the representative refused to put me in contact with a supervisor and said one would have to call me back. Well see if that even happens. Id like to request that my account reflect a $0 balance as stated in your previous communication.

Regards,

***** *********
Business response
09/25/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that when we recalled the balance from collections two invoices did not clear which left your account with a balance of $70.30 in collections. We again recalled the balance of those two open invoices from collections and in a few days it should clear your Apria account, which will leave your account with a zero balance. We do sincerely apologize for this error that occurred.

At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC
Initial Complaint
09/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a new CPAP that I have had for approx. 6 months. Two weeks ago I called Apria because the machine started making a horrible noise when I turn it on and even worse when my mask was on; it was even louder when I would breathe in. The number I had for them eventually answered and said they would put a note in my account to be called back. The therapist called from a private number so it did not ring thru. They left a message with the number to call back. I called that number and was put on hold for over 25 minutes without ever talking a human to get me to the right place, I ended up hanging up. Called several more times with the same problem, when I did finally talk to someone they said I had the wrong number and to call another. When I did this the first time I talked to a person and they transferred me to the local office which went straight to an answering machine that said they would be in touch within 2 hours if I called during office hours, this was 11am on a Tuesday. I never heard back so I called again, twice it was the hold experience again. Today I called and got thru, while the **** was about to transfer me again to the correct office her computer had an issue. She said she had to reboot but would call me right back. That was 10:50am, it is now 6:15p and have yet to hear from anyone. It took me over 2 years for this company to FINALLY upgrade my CPAP machine, now I can't get ahold of anyone to fix the one they sent. How is this company still in business?!
Business response
09/11/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that an ** spoke to you on Friday 09/06/24 and recommended you come in on Monday 09/09/24 and we would exchange out your CPAP. My records indicate you were here on 09/09/24 and your machine was exchanged.

At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC
Initial Complaint
09/04/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Was recently diagnosed with sleep apnea and APRIA healthcare sent me a C-Pap and supplies completely unsolicited in early August, 2024. I contacted my doctor and the office that I did the sleep study with and they alerted me that Apria was a menace in the industry and liked to send out C-Paps without running it by patients. I immediately called Apria and after several hours, got someone on the phone who said they would send a driver to pick up the supplies on August 13th by 1pm. Of course, they never came and so I found the closest office, drove down and turned in the unopened supplies, signed a document saying I was declining their services. I was assured that I would receive no bill and that I would receive no other contact.On Sept 4, I received a bill for the supplies for the C-Pap which I did not solicit and turned back in. I called the billing department and they said would "work on it" but did not guarantee I would not be charged again, nor did they say they would retract the claim they placed on my health insurance.I need assurance that they'll stop billing me, retract their claim and stop harassing me for a product I declined and returned.
Business response
09/09/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that on 7.23.24 we received a signed order from your physician to provide you with the rental equipment & supplies. Apria cannot provide this equipment without a signed order from a doctor. On 8.7.24 the referral source called Apria to confirm order status, customer service confirmed the equipment was shipped. The open invoice for date of service is being adjusted in the amount of $158.85,once this has been processed the account will have a zero balance.

At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC
Initial Complaint
09/03/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
* Nov. 2024 I bought a CPAP machine from Apria Healthcare in ******, ******. * Purchase, NOT rent. ************************ confirmed that I may purchase, and I informed Apria. * Apria billed me for Nov. rent, plus "supplies". I asked them to correct the bill. * Apria sent another bill with the previous balance, plus Dec. rent.* I informed Apria again of the mistake. They say they need an "Authorization to Purchase" form from insurance company. My insurance company says there is no such form. * In Jan. my insurance company told them they should resubmit a CORRECTED claim as purchase instead of rental. * Jan. 8, 2025 Apria "converted it to a purchase," but did not correct the bill. They continued to bill me for previous balance including two month's rental. They have never billed me for the purchase.* I called both the Apria main billing and the Topeka branch repeatedly, and my insurance company called them repeatedly to get them to correct it before giving up. * Apria refused to correct it, claiming that accounting software will not allow it. * August, without informing me, they sent the bill to a collections agency. * August 27, I am contacted by collections agency (by text), I demanded that Apria call off the collections agency and that they allow me to pay for the entire PURCHASE of the machine. * They still refuse to correct the bill, but agree to accept payment and call off the collections agency. They took payment of $96.23 immediately for the portion of the **** ***** pending, and would schedule on 9/28 charge $438.84 for the amount sent to collections, and $813.79 for the balance to credit to my account, and promised to email me receipts.* They have not sent a receipt for the first charge which has cleared my account, and did not submit the other two charges. * Today, Sept. 3 again I am contacted by collections. * Today they claim they cannot send a receipt, call off the collections agency, or charge my card for the remaining two charges.
Business response
09/09/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that the balance that was sent to collections and the current balance of $813.79 for the purchase of the rental is valid based on the explanation of benefits we received from your insurance, your insurance applied those claims to your 2023 & 2024 deductible. If you should have further questions, please refer to your insurance for assistance & if your insurance did not provide you with please request from your insurance as well.

At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC
Customer response
09/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Apria has not addressed the issue of the dispute at all. Nor has Apria offered any agreement or solution to the dispute. They have not even sent me a receipt for the $96.23 which they have charged to my card, much less have they made the two additional charges I authorized them to make, and which they said they schedule to be charged to my card on 8/28.
In their reply they say they have referenced their records and determined the charges are valid. Of course their records say that; THEIR RECORDS ARE WRONG. They claim that the Explanation of Benefits from my insurance company validate their claims. This is a LIE. My insurance company, **********************, processed the first two claims without knowing that the claims were erroneous. They couldn't possibly process a claim correctly when the claim itself is wrong. When they became aware of the mistake, they contacted Apria multiple times to get them to correct it. ********** Blue Shield informed my (by phone) that in January they had instructed Apria to cancel the two previous claims and to submit a CORRECTED claim for the PURCHASE of the entire machine and all supplies. Only if the claim was submitted in this way could they process the claim correctly and determine how much I should actually pay.
Apria then submitted a new claim with a service date January 8 although the only service I have had from them was on November 16, 2023. ********** Blue Shield made TWO mistakes in processing this new claim:
First they failed to verify that this was indeed for the entire PURCHASE price of machine and supplies instead of, as Apria now claims, the purchase of "the Balance of the Rental." There never was a rental, therefore there can be no "Balance of the Rental."
Second error in processing this claim was to say that ********** Blue Shield would pay the $813.79 they determined was due to Apria, and that my responsibility was $0.00, even though I had come nowhere near meeting my deductible. When I informed them of the error, they said they would review it which they did, and then they processed it sent another incorrect explanation of benefits saying again that they would pay it. (Clearly their explanation of benefits cannot validate anything!) But Apria kept billing me for the previous two claims that were supposed to be cancelled.
********** Blue Shield has since then tried to get Apria to correct the billing several times, and they finally gave up and let me know they could get no where with Apria, and that I, the customer would have to dispute the charges myself.
Apria further claims that they want to be "the first choice of patients and customers for their homecare needs." All I can say is that their handling of this case, so far, is a pretty sure way to see to it that this customer never chooses to do business with them ever again.

Regards,

****** J. ******, Jr.

Business response
09/25/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that your insurance rents the equipment for 10 months then it will convert to sale belonging to the insured, Apria billed 2 months then at your request billed the insurance for purchase. The claim for ****** was sent to the insurance on 1.8.24 on 2.8.24 Apria received payment in the amount of $****** on 6.28.24 your insurance recouped their payment and applied to your 2024 deductible, on 7.25.24 Apria filed an appeal with your insurance and a denial was received on 9.9.24 stating patient responsibility applied to deductible. Apria billed your insurance ****** to include the two payments received from you, your insurance received our claim and changed the amount to ****** (the allowed amount). The balance on your account is valid as ********************** billed correctly and per the insurance requirements. We have a copy of the explanation of benefits from 9.9.24 & the payor remittance, we will mail copies of those as well as the receipt you requested to the address we have on file. We suggest you contact your insurance to discuss any other questions you may have regarding the payment and recoupment for the purchase of the equipment.

At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC
Initial Complaint
09/03/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Our healthcare insurance directed us to use Apria healthcare to provide a cpap machine and cpap supplies in early 2023. Apria was the preferred in-network DME provider. The machine and supplies were covered benefits and the patient had already met his full out-of-pocket maximum. All costs should have been covered. I've talked with Apria billing ***** 5 or 6 times in the past year, trying to get them to bill my insurance. I've verified through our insurance that they've never been billed. Apria is still sending us a bill for over $2,629.91. And as of 8/26/24 they've submitted $2,175 to collections. Please help me to get Apria to bill my insurance. Thank you BBB!
Business response
09/10/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that the representative who processed the order chose the wrong insurance based on the third-party administrator. Due to the error, we have adjusted the open balance,recalled the balance from collections and added the correct insurance payor to the account. Please allow the collection agency 30 days to remove the balance and to notify the credit bureau to update the credit report if reported. We do sincerely apologize for the error that occurred and the frustration it may have caused.

At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC
Initial Complaint
09/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Apria healthcare has supplied my Mother with a CPAP machine since September 2023. At the time she had MHS healthy Indiana Plan who paid the bill until she transitioned to Care Source Healthcare. In June, Apria notified her that they were not receiving payment from insurance. At the time, she told them that she had new insurance, Care Source. At no time during the call did they inform her that they do not take this insurance. As of today, we were notified by her doctor's office that Apria will not take Care Source. When I called Apria, they said that they were still working on billing the new insurance. When I asked if they took her new insurance, they told us they didn't know but they told the doctor that they did not. They have never once sent a bill to her since January and MHS stopped paying. ****************** from billing stated "we have no records that we tried to reach you before June 10th" and "we try to resolve this on our own". So as of now, she has been incurring the monthly bill of ***** since January unbeknownst to her. They were billing insurance MHS and now Care Source that they know they do not take. I do not want her to get a bill for 10 months of service that no one told her was building up. No one in the billing department will address when they send patients bills but ******* did say they "never send bills to ******** patient". So those patient's don't know what is being billed and they do not follow up with the patient's if ******** billing is interrupted. Those patients will never know until 6 months later.My mother told me she had a bill for $620 from Apria and she didn't understand why insurance wasn't working. She called billing, but all they said to her was that "it is in process", never once telling her that they don't take the insurance, allowing the bill to grow for 3 more months.
Business response
09/04/2024
Thank you for taking the time to bring your concerns to our attention. In order to investigate your concern we need information to help us identify your mothers account. Could you please supply her name, address, date of birth or account number.

At ************************** customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC
Initial Complaint
09/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have had nothing but problems dealing with Apria Healthcare and the **** machine that I had from them. I spent countless hours on the phone dealing with them, getting the run around regarding billing, never getting clear answers about insurance coverage, being passed from person-to-person. I was so frustrated with the company that I returned my **** machine on July 5th, 2024 because I could no longer deal with this company. When I returned the **** to my local branch in ********, **, I also returned the supplies I received on July 3rd. They sent these supplies without my authorization. I asked them to remove all of my credit card information from their system as the online portal did not allow me to do so, and I do not want their machine, any supplies, or the aggravation from this company. They sent me a bill for the supplies that I returned and this evening (9/2/2024) I noticed an unauthorized charge on my credit card for $254.60. I never authorized this charge or the shipment of supplies. My experience, and the experience of many others from reading online has been that this company is not transparent in their billing, highly unethical and deceptive, and preys on people in need of medical supplies.
Business response
09/09/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that the supply order was received back and adjusted on 8.19.2024, We did locate the charge of $254.60 but do not see where this was processed by an Apria employee as we removed your credit card from your file on 7.5.24. Currently Apria is waiting for your insurance to pay our claims for the rentals and supplies for dates of service from February to June 2024. We will initiate a refund request once payment has posted to your Apria account, we do realize that it has probably already cleared your bank however it takes 7-10 business days for payments to post to our accounts.

At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC
Customer response
09/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The charge for supplies for $254.60 was billed to my credit card by Apria on 9/2/2024. I never authorized this charge or the shipment of these supplies, and as Apria acknowledged, I returned the supplies that were sent. I have asked my credit card company to stop payment on this charge. The response from Apria states that they are waiting on my insurance company to pay for the **** rental and supplies from Feb to June before issuing a refund is unacceptable. In the time that I did business with Apria, I attempted to clarify the insurance billing multiple times by phone and in person at my local Apria branch. The representatives that I spoke with could never give me a clear answer and were largely unhelpful. I spent hours of my time dealing with unclear billing, not being able to get supplies when I needed them, getting supplies when I didn't order them, and getting multiple contradictory answers and misinformation. At one point, my insurance company representative even spoke with Apria directly to attempt to straighten out the mess. Furthermore, I have paid what I was billed every month for the rental. Dealing with Apria has been so stressful that I ultimately decided that I would rather have no **** than have to do business with this company. My husband who passed away in April 2024 also had a similar experience with Apria. The billing practices and lack of transparency are not right for any company, much less one that deals with durable medical equipment that patients depend on.

Regards,

***********************
Business response
09/11/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that the above issues were addressed in your original Better Business Bureau complaint.In our response we did not state you would have to wait for payment to be received for the open claims to be paid, we stated that your payment had not posted to your Apria account as it was still pending and could not initiate the refund till it posted which can take up to 7-10 days. An Apria employee cannot set our patients up on the online bill pay system on automatic payments, we did see where the payment was processed on 9.2.24 and the autopayment was stopped on 9.3.24 and the patient again has the access to stop those autopayments not Apria. Your local office does not handle billing issues and should be referring you to the billing department, we do apologize if you did not receive proper direction or assistance once you spoke with our billing representatives. Your insurance sets the guidelines on the quantity and frequency, otherwise the insurance can deny claims submitted. We did find where on 1.3.24 you enrolled in automatic supply orders and the form was signed by you on 1.3.24, with first shipment being sent on 3.1.24.

At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC
Customer response
09/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and am done dealing with this company. I have months of notes for going back and forth with various Apria representatives about various issues, and being given the constant run around. The latest defensive response is particularly offensive as the representative does not even offer even a slight apology for all of the stress that this company has caused to me and the hundreds of other patients that I see complaining about similar issues online. Please close this complaint. If I receive any further bills or charges from Apria, I will pursue another form of consumer protection.

Regards,
***********************
Initial Complaint
09/02/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company is truly awful. They charged me for eqiupment that I could never figure out how to use. I called several time - half the time the phone system hung up on me. Then i get referred one place and they would refer me back to another place, They quoted me one price and then charged me 3X that amount. I then was hospitalized for 6 weeks and couldnt use, When i returned and told them they could care less. They charged me $500 for a machine i used once. Today, I got another bill from them. I havent had that equipment for 2 months.
Business response
09/06/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that the rental equipment is billed based on possession not usage. The current balance of $15.50 is for supplies received on 2.3.24 with the initial set up of the equipment. Apria billed your insurance, and you were billed based on their contracted rates and per comments you had been notified of your approximate cost prior to receiving the equipment. Once Apria billed your insurance, we received denials as they applied our claims to your deductible. As much as the provider should discuss insurance coverage, patients also have a responsibility to know their insurance coverage. On 7.3.24 you spoke with one of our customer service representatives about your open balance and they explained the balance and you okayed the payment. We also did find comments that our respiratory therapist did try to reach regarding your issues with your rental equipment.

At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC
Customer response
09/08/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I called over 40 times trying to get help with the equipment. I escalated the calls several times. Most of time the calls were disconnected and went nowhere. I was promised callback that never happen.
The price they quoted was not the price received. I never received a bill from the company unil July. If I had knew they were were going to overcharge me u would have canceled. They claimed they had the wrong address. They address they gave me I never heard of and they didn't care that the billing price chanced and never notified me.
I had an aorta dissection May and almost died. I was not able to call again until July 3 due to hispitalization. They could care less and just wanted their money. I made payment cuz I always pay my bill and don't want my adverse impact my credit. Note. They just sent me another bill for 15 after telling me I would get no more bills.

They should reimbse me 100 for poor service of handling my requitre and insensitivity to me almost dying.
I told them that I had started recording calls and then they flagged my account and agents would just hang up on me.

I wish I would have checked bbb before doing business with them. They have many awful reviews.

Regards,

*********************************

Business response
09/17/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that quoted amount was incorrect based off the selection of the wrong payor ID #
************ %: 50% applies once the ** is met
Setup Amount Due: $163.20
Monthly Rental: $26.01
# of Months: 12
DEDUCT/COINS AMTS: $6250 /50%

Due to a billing error, we gave patient a 10% discount to help resolve this problem.

At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC
Customer response
09/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

They never admitted to setting up wrong. They constantly hung up on me. Get promised callbacks and never callback. They never sent me any bills after they changed the agreed upon price. They offer the 10% to everybody if you pay your bill on full. I wany to listen to my recordings..this is worst service I ever experience. They told me when I paid that my account was paid in full then they sent me another bill for $15. I used the machine just one time and could not get it to work. I tried to get help then I had an aorta dissection. I will only be happy if they credit 100..technically they should give the price that they quoted. If they had quoted that original price I would not have purchased.

Regards,

*********************************

Customer response
09/19/2024
Pls infirm them that I will contacting the Attorney General and FTC. They need to aware of these bait and switch shady practices and lack of compassion.
Initial Complaint
09/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was prescribed CPAP/BPAP machines in c. March 2024. They did not work well for me so I returned them and all equipment at that time. Then in June 2024, I received component refills in the mail from ABC Apria. I did not order these, I did not request them, and I did not want them; so I wrote "return to sender" on the package and put it back in the mail. I also called ABC Apria at that time and informed them that they were being sent back, and that I didn't want to be billed for them. I was assured at that time I would not be billed. Several weeks later I received a bill. I have now called this company several times, most recently on 25 July at 4:25pm, and before then on 26 June at 2:54pm, to tell them to stop billing me because I did not have their products, nor did I ever want them. I spoke to management on the 25 July call and informed them that I did not have their products, and that they needed to check with the **** to figure out where they were. I was told once again that I would not be billed. However, I continue receiving bills w/ "Past Due" written on them (for $20.03). At this point, there is nothing left that I can do. This feels like harassment as I have repeatedly explained this to them, I do not have nor did I ever want their equipment sent to me, and I already sent it back. I am asking the BBB to intercede at this point to stop the harassing and inaccurate billing from this company.
Business response
09/04/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that Apria the invoice was reversed, a refund was requested to the insurance and the patient balance was adjusted leaving the account with a zero balance. We do sincerely apologize for the error that occurred and the frustration this has caused.

At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC
Initial Complaint
08/30/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am contesting the monthly charges I've been receiving. Beginning in April 2024, I have been calling Apria and my insurance, ********** Blue Shield of **********, trying to resolve these charges. On April 19, I spoke to an Apria *** about these charges and was told that I should not have been charged. I was also told the **** was denying my claim (not true). Also, on April 19, **** told me they have a contract with Apria Healthcare and that Apria is an in-network provider. Apria has been submitting charges that exceed the service provided by an in-network provider and that the patient is not responsible for charges over the priced amount.All my insurance claims show that the amount I owe to Apria is $0. They also have this statement: "The service billed exceeds the total number of units allowed when billed by the same provider, for the same member, on the same date of service. The Participating Provider cannot bill you for the disallowed code."On June 24, I spoke to claims *** *****, who was not able to help me and transferred me to escalation *** ****** She sent an email to the claims department and promised a supervisor would call me on June 25 at noon my time. No one ever called.Apria has sent some of my bills to collection. I would like those out of collection and closed. I don't want to be billed again per my insurance agreement with Apria. My Apria account number is **********
Business response
09/05/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that the balance in collections has been recalled, please allow the collection agency 30 days to remove and notify the credit bureau to update the credit report if reported. We have also adjusted the 5/2/2024 date of service as when the order was processed the resupply team attached an incorrect payor. Apria is resubmitting the 7/11/2024 invoice/claim with the correct payor attached as it was billed incorrectly. Your account currently has a zero balance and we sincerely apologize for the errors that occurred.

At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC

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